Outbound Predictive Mode

[Pranpong.S]

Hi All
I'm implementing the Genesys Outbound Predictive in Thailand. I'm trying to find for more information of Preditvice Call. I know the "Agent Busy Factor , Overdial Rated , AgentAverageWaiting" Can anyone answer my question belowing?

[b]1.) How OCS know the statistic going on.
2.) What is the function of Mathmematic for Agent Busy Factor , Overdial Rated.
3.) What is the exact meaning for each predic statistic. [/b]
Regards
Boy

[Dionysis]

I think I can answer most of that. 

1) OCS monitors statistics on a group of agents to predict when calls are needed.  This agent group needs to contain all agents that could take calls for the campaign, and all DN's that can deliver calls to these agents, inbound included if the campaign is blended.

2) The calculations are not freely available as these algorithms are held very closely by Genesys.

3) Which "predic statistic" are you referring to?  If it's the dialling optimization methods you have mentioned above then:
Agent Busy Factor:
Refers to the percentage of the agent's logged in time that they are occupied on calls (so Total Handle Time / Total Logged In Time)

Overdial Rate:
The percentage of extra calls the dialer makes for the agent group (theoretically your percentage of dropped / abandoned calls should equal the overdial rate)

Average Agent Waiting:
The time in seconds that each agent should wait between calls.

Hope that helps, sounds like you may want to get some professional help though, to learn outbound from scratch on your own is a long and arduous task.  I should know, I spent many years reading OCS and CPD logs to learn what I know, and I've only scratched the surface.

There is a company operating out of Bangkok that I know of that would be able to help out if you are interested.

[Pranpong.S]

[quote author=Dionysis link=topic=3604.msg15293#msg15293 date=1227616681]
I think I can answer most of that. 

1) OCS monitors statistics on a group of agents to predict when calls are needed.  This agent group needs to contain all agents that could take calls for the campaign, and all DN's that can deliver calls to these agents, inbound included if the campaign is blended.
[color=red] pranpong : Do you mean ocs monitor itself ?[/color]
2) The calculations are not freely available as these algorithms are held very closely by Genesys.

3) Which "predic statistic" are you referring to?  If it's the dialling optimization methods you have mentioned above then:
Agent Busy Factor:
Refers to the percentage of the agent's logged in time that they are occupied on calls (so Total Handle Time / Total Logged In Time)

Overdial Rate:
The percentage of extra calls the dialer makes for the agent group (theoretically your percentage of dropped / abandoned calls should equal the overdial rate)

Average Agent Waiting:
The time in seconds that each agent should wait between calls.

Hope that helps, sounds like you may want to get some professional help though, to learn outbound from scratch on your own is a long and arduous task.  I should know, I spent many years reading OCS and CPD logs to learn what I know, and I've only scratched the surface.
[color=red] Pranpong : Very nice to talk to you. I've exprience with the outbound for 2 years. I did my project for Preview and Progressive Mode. Now i'm trying to understand the Predictive for more detail to explain the customer. If you can share any information about this you can sent me at pranpong@callvoice.co.th it's will be helpful to me very much. [/color]

There is a company operating out of Bangkok that I know of that would be able to help out if you are interested.
[color=red] Thank you very much How can i contact to you. May be i will share my Project Design and we look together.[/color]

[/quote]

[cavagnaro]

OCS will receive TServer events and using Communication dn for Stats will then calculate how it should behave. You can  read OCS deployment guide to get a more complete idea. Also in OCM help file you can find veruy interesting notes.

[Pranpong.S]

Oh you are rignt cavagnaro. Communication DN is the one exchange information between T-Server and OCS.

[color=red]My Question today is "How different Campaign show deifferent CallerID?" If i have one ocs on the environtment.[/color]

[cavagnaro]

Can you describe better your question? CallerID is the DNIS?

[Pranpong.S]

CallerID = "The number is show on the customer mobile."

[cavagnaro]

Ah, ok, at your lists you can use something like #103+5551234 where #103 is a prefix on your PBX which tells it to use Trunk Group 1 which has PSTN number 999-888-1000 and another list or even a number on same list which can be #104+5551234 so when calling on the same user you will call him from a different Trunk group and obviuously has a different PSTN number.
That is more a PBX configuration rather than Genesys.

[Pranpong.S]

[quote author=cavagnaro link=topic=3604.msg15343#msg15343 date=1227760600]
Ah, ok, at your lists you can use something like #103+5551234 where #103 is a prefix on your PBX which tells it to use Trunk Group 1 which has PSTN number 999-888-1000 and another list or even a number on same list which can be #104+5551234 so when calling on the same user you will call him from a different Trunk group and obviuously has a different PSTN number.
That is more a PBX configuration rather than Genesys.
[/quote]

Ah, Yeah. I'm using like this way. But i'm just try to find a feature from genesys if it's possible, May it will be easy to user to custom the callerID when they want. but anyway thank you very much.
Pranpong

[jbobinsk]

In 7.6 version of OCS you can customize the number which should be displayed on customer mobile. You have to only set CPD parameters on individual campaign groups. So that means that having four campaigns and 4 campaign groups you can have 4 different numbers presented to your customers. I have tested this and it works fine. But you have to ensure if you switch vendor support this feature - in Avaya CMS you have to activate something on the switch.

Regards
jbobinski

[cavagnaro]

What you ask is impossible...the number that goes to PSTN is ruled by the facilities your telco provides. You can hide or use one of your PRI range, but use another number as you want would be insane, imagine somebody else calling with your number...not a chance

[jbobinsk]

cavagnaro is right - it is danger of overuse of this feature - so the presentation number set on the campaign should be from appropreate range. But if customer is mobile operator for example who has own switch and branches - he can open everything and present information as he wants - but he should remember about low restrictions.

[cavagnaro]

It is called mapped outgoing DID, it has to be supported by your PBX and your Telco, usually it is enabled but some telcos on some countries don't enable it by default. Just be sure.

[Pranpong.S]

Many thank !!!
cavagnaro , jbobinsk and all guys. Your comment have benefit to me. very much. So Have anyone has exprience on predictive mode i need more statistic paper that describe about predictive parameter. It's will be great if you can share to me.

Pranpong

[cavagnaro]

All that is on OCM help file and OCS documents